Troubleshooting Access and Permission Issues

When a user cannot access a Helpdesk area or action, determine whether the issue is caused by authentication, role permissions, team access, or record scope.

Confirm identity

Verify that the user is signed in with the expected account.

Review the role

Check whether the user's assigned role includes the required permission.

Review team membership

If access depends on a team, confirm that the user belongs to the correct team.

Review the record

A user may be able to access a module but not a specific record because of record-level scope or ownership rules.

Compare safely

When appropriate, compare the affected user with another user who has the intended access.

Do not simply copy broad permissions without understanding the difference.

Good practices

Change one access factor at a time, test the result, and preserve least privilege while resolving the issue.